U.S. patent number 8,223,349 [Application Number 13/119,314] was granted by the patent office on 2012-07-17 for image-processing apparatus with online support function.
This patent grant is currently assigned to Konica Minolta Business Technologies, Inc.. Invention is credited to Masaya Hashimoto, Kazusei Takahashi, Yoshiyuki Tamai, Hisashi Uchida.
United States Patent |
8,223,349 |
Takahashi , et al. |
July 17, 2012 |
Image-processing apparatus with online support function
Abstract
An image processing apparatus that can provide an online support
service is provided. The image processing apparatus includes a user
operation data retaining section for retaining user operation data
in which contents of user's operation performed by a user is
recorded, an input section having a help key for instructing start
of execution of an online support function, and a support data
retaining section for retaining information about a support
connecting destination to be connected in the online support. When
recognizing pressing of the help key, the image processing
apparatus refers to the user operation data so as to gain at least
a part of the contents of the operation performed until a time
point of the pressing, selects the support connecting destination
according to the gained user operation contents with reference to
the support data retaining section so as to request connection of
communication with the selected support connecting destination.
Inventors: |
Takahashi; Kazusei
(Nishinomiya, JP), Uchida; Hisashi (Kuze-gun,
JP), Tamai; Yoshiyuki (Toyokawa, JP),
Hashimoto; Masaya (Itami, JP) |
Assignee: |
Konica Minolta Business
Technologies, Inc. (Chiyoda-Ku, Tokyo, JP)
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Family
ID: |
42039450 |
Appl.
No.: |
13/119,314 |
Filed: |
September 2, 2009 |
PCT
Filed: |
September 02, 2009 |
PCT No.: |
PCT/JP2009/065338 |
371(c)(1),(2),(4) Date: |
March 16, 2011 |
PCT
Pub. No.: |
WO2010/032617 |
PCT
Pub. Date: |
March 25, 2010 |
Prior Publication Data
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Document
Identifier |
Publication Date |
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US 20110170138 A1 |
Jul 14, 2011 |
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Foreign Application Priority Data
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Sep 18, 2008 [JP] |
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2008-239497 |
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Current U.S.
Class: |
358/1.1; 700/83;
700/15; 715/763; 717/171; 700/17; 710/15; 358/1.15; 715/764;
700/26; 715/762 |
Current CPC
Class: |
H04N
1/00384 (20130101); H04N 1/00344 (20130101); G03G
15/502 (20130101); H04N 1/0044 (20130101); H04N
1/00408 (20130101); G03G 15/5075 (20130101); G03G
2215/00109 (20130101) |
Current International
Class: |
G06F
3/12 (20060101) |
Field of
Search: |
;358/1.15
;700/15,17,26,83 ;715/762,763,764 ;709/224,225 ;717/171
;710/15 |
References Cited
[Referenced By]
U.S. Patent Documents
Foreign Patent Documents
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9-163060 |
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Jun 1997 |
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JP |
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2001-309454 |
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Nov 2001 |
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JP |
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2001-344203 |
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Dec 2001 |
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JP |
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2002-108591 |
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Apr 2002 |
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JP |
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2002-142059 |
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May 2002 |
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JP |
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2003-163777 |
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Jun 2003 |
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JP |
|
2004-032511 |
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Jan 2004 |
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JP |
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2004-201181 |
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Jul 2004 |
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JP |
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2004-309454 |
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Nov 2004 |
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JP |
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2004-355128 |
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Dec 2004 |
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JP |
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2005-088322 |
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Apr 2005 |
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JP |
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2005-196770 |
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Jul 2005 |
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JP |
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2006-140898 |
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Jun 2006 |
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JP |
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2007-001237 |
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Jan 2007 |
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JP |
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2007-206999 |
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Aug 2007 |
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JP |
|
Other References
Notification of Transmittal of Translation of the International
Preliminary Report on Patentability (Forms PCT/IB/338 and
PCT/IB/373) and the Written Opinion of the International Searching
Authority (Form PCT/ISA/237) issued on Apr. 28, 2011, in the
corresponding International Application No. PCT/JP2009/065338.
cited by other .
International Search Report (PCT/ISA/210) for PCT/JP2009/065338
dated Dec. 15, 2009. cited by other .
Written Opinion (PCT/ISA/237) for PCT/JP2009/065338 dated Dec. 15,
2009. cited by other .
Office Action (Notification of Reason(s) for Refusal) dated Dec. 8,
2009, issued in the corresponding Japanese Patent Application No.
2008-239467, and an English Translation thereof. cited by
other.
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Primary Examiner: Zheng; Jacky X
Attorney, Agent or Firm: Buchanan Ingersoll & Rooney
PC
Claims
The invention claimed is:
1. An image processing apparatus, comprising: a user operation data
retaining section for retaining user operation data in which user
operation contents are recorded; an input section having a help key
for instructing start of execution of an online support function;
and a support data retaining section for retaining information
about a support connecting destination to be connected on a online
support, wherein when pressing of the help key is recognized, at
least a part of the contents of the user's operation performed
until the pressing is gained by referring to the user operation
data, and a support connecting destination according to the gained
user operation contents is selected by referring to the support
data retaining section, so that connection of communication with
the selected support connecting destination is requested.
2. The image processing apparatus according to claim 1, further
comprising a transmitting section for transmitting the user
operation data that is retained in the user operation data
retaining section and represents the contents of the operation
performed by the user until the time point of the pressing of the
help key to the selected support connecting destination.
3. The image processing apparatus according to claim 1, further
comprising: a display section for displaying information received
from the support connecting destination; and a
transmission/reception information determining section for
registering a job related with the user based on job remote
registration data for remotely registering a job received from the
support connecting destination, wherein the display section
displays a button corresponding to the job.
4. The image processing apparatus according to claim 3, wherein
when login of the user is accepted, the display section displays
the button correspondent with the job related with the user.
5. The image processing apparatus according to claim 4, wherein
when user's pressing of the button is recognized, the job related
with the button is called, when pressing of the help key is
recognized with the job being called, connection of communication
with the support connecting destination to which the job remote
registration data is transmitted is requested.
6. The image processing apparatus according to claim 1, wherein
callback destination specification data for specifying at least any
one of the image processing apparatus, a personal computer
connected to the image processing apparatus and a cellular phone as
a callback destination communication apparatus from the support
connecting destination is transmitted to the support connecting
destination.
7. The image processing apparatus according to claim 6, wherein the
communication apparatus used by the user for connecting to the
image processing apparatus is maintained as a candidate of the
callback destination communication apparatus.
8. The image processing apparatus according to claim 6, wherein the
callback destination specification data is transmitted to the
support connecting destination, and question data input by the user
is transmitted to the support connecting destination.
9. The image processing apparatus according to claim 8, wherein the
question data is generated by the image processing apparatus based
on voice data input by the user via a microphone provided to the
image processing apparatus.
10. The image processing apparatus according to claim 8, wherein
the question data is generated by the image processing apparatus
based on a question selected from a list of questions displayed on
the display section by the user.
11. The image processing apparatus according to claim 10, wherein
the question displayed in the list of the questions displayed on
the display section is selected to be displayed by referring to the
data of the user's operation.
12. The image processing apparatus according to claim 6, further
comprising a callback communication relay module for relaying the
communication between the support connecting destination and the
callback destination communication apparatus.
13. The image processing apparatus according to claim 12, wherein
the callback communication relay module relays the callback
communication using a data format suitable for communication
software to operate on a personal computer as the callback
destination communication apparatus.
14. The image processing apparatus according to claim 13, wherein
the image processing apparatus receives data input via the
communication software and is operated based on the received
data.
15. An online support method in an image processing apparatus
comprising: a step of recording user operation data including
contents of user's operation into a user operation data retaining
section; a step of displaying an input section having a help key
for instructing start of execution of an online support function; a
step of referring to the support data retaining section for
retaining information about a support connecting destination to be
connected on an online support; a step of, when pressing of the
help key is recognized, gaining at least a part of the contents of
the user's operation performed until a time point of the pressing
with reference to the user operation data; a step of selecting a
support connecting destination according to the gained user
operation contents with reference to the support data retaining
section; and a step of requesting connection of communication with
the selected support connecting destination.
Description
TECHNICAL FIELD
The present invention relates to an image processing apparatus, and
particularly relates to a user support function of the image
processing apparatus.
BACKGROUND ART
Conventionally, a manual containing a using method is attached to
image processing apparatuses, and in general users refer to the
manual so as to learn the using method of the functions provided to
the image processing apparatuses.
However, in recent years, image processing apparatuses have a lot
of functions, and the respective functions cooperate with each
other so that complicated image processes can be executed. In such
a circumstance, only when the manual attached to the image
processing apparatuses contains detailed description, it is
difficult for the users to sufficiently master the image processing
apparatuses.
Therefore, in order to quickly solve troubles relating to the image
processing apparatuses, manufacturers mostly set up support centers
that are connected to the users or the image processing apparatuses
via communication lines such as telephones or computer networks so
as to support the users.
Conventional technologies relating to user support techniques are
illustrated below with reference to some conventional technical
documents.
Patent Document 1 (Japanese Patent Application Laid-Open No.
2001-309454) discloses a method for remotely monitoring business
office devices. In the method described in Patent Document 1, a log
file recorded by a business office device is periodically
transmitted to a service center by a communication program. In the
service center, the log file is analyzed, and when a warning or an
error is detected, the log file is sent to a maintenance group. The
maintenance group repairs the business office device using the log
file. The invention in Patent Document 1 is an invention for trying
to realize the quick and accurate maintenance of the business
office device using a remote repair unit.
Patent Document 2 (Japanese Patent Application Laid-Open No.
2002-142059) also relates to a method for remotely monitoring an
office device. In the method described in Patent Document 2, a
communication control apparatus of the office device is connected
to a central control apparatus via a wireless communication line,
and the central control apparatus is connected to a host computer
via a public line. The office device performs data communication
and voice communication with the host computer using a
communication path established in such a manner. The invention in
Patent Document 2 is an invention for trying to reduce user's time
and effort at a time when a fault occurs in the office device.
Patent Document 3 (Japanese Patent Application Laid-Open No.
2004-201181) discloses an image processing apparatus that can make
an acknowledgment according to a generated failure after a user'
learning level is taken into consideration. In the image processing
apparatus in Patent Document 3, when a failure occurs, a step of
reading data about an acknowledgement level is executed.
Thereafter, occurrence of a failure is acknowledged, an E-mail
concerning a report on the occurrence of a failure is created and
transmitted based on the read acknowledgment level. The invention
in Patent Document 3 is an invention for trying to improve
efficiency of a support service at the time when a failure occurs
in the image processing apparatus and user's work efficiency.
Patent Document 4 (Japanese Patent Application Laid-Open No.
2005-88322) discloses a printing support system at the time when a
printing failure occurs. In the printing support system of Patent
Document 4, a support center analyzes data to be used for printing
output in an output apparatus so as to eliminate a failure, and
performing the printing using the data so as to send the data to a
user. The invention in Patent Document 4 is an invention for trying
to secure printed matters even when a printing failure occurs.
PRIOR ART DOCUMENTS
Patent Documents
Patent Document 1: Japanese Patent Application Laid-Open No.
2001-309454 Patent Document 2: Japanese Patent Application
Laid-Open No. 2002-142059 Patent Document 3: Japanese Patent
Application Laid-Open No. 2004-201181 Patent Document 4: Japanese
Patent Application Laid-Open No. 2005-088322
SUMMARY OF INVENTION
Technical Problem
Methodologies of various support systems utilizing a communication
line are already proposed (hereinafter in this specification, to
support users utilizing the communication line is called online
support service). However, in the methodologies of the conventional
support systems, the online support service does not sufficiently
provide a method for operating an image processing apparatus or the
like in an easily understood manner to user.
It is an object of the present invention to provide an image
processing apparatus with which a user can get an online support
service by means of an intuitive and simple operation.
Solution to Problem
In accordance with an aspect of the present invention, there is
provided an image processing apparatus including: a user operation
data retaining section for retaining user operation data in which
user operation contents are recorded; an input section having a
help key for instructing start of execution of an online support
function; and a support data retaining section for retaining
information about a support connecting destination to be connected
on a online support, wherein when pressing of the help key is
recognized, at least a part of the contents of the user's operation
performed until the pressing is gained by referring to the user
operation data, and a support connecting destination according to
the gained user operation contents is selected by referring to the
support data retaining section, so that connection of communication
with the selected support connecting destination is requested.
In the above aspect, the image processing apparatus further may
include a transmitting section for transmitting the user operation
data that is retained in the user operation data retaining section
and represents the contents of the operation performed by the user
until the time point of the pressing of the help key to the
selected support connecting destination.
In the above aspect, the image processing apparatus further may
include a display section for displaying information received from
the support connecting destination; and a transmission/reception
information determining section for registering a job related with
the user based on job remote registration data for remotely
registering a job received from the support connecting destination,
wherein the display section displays a button corresponding to the
job.
In the above aspect, when login of the user is accepted, the
display section may display the button correspondent with the job
related with the user.
In the above aspect, when user's pressing of the button is
recognized, the job related with the button may be called, when
pressing of the help key is recognized with the job being called,
connection of communication with the support connecting destination
to which the job remote registration data is transmitted may be
requested.
In the above aspect, callback destination specification data for
specifying at least any one of the image processing apparatus, a
personal computer connected to the image processing apparatus and a
cellular phone as a callback destination communication apparatus
from the support connecting destination may be transmitted to the
support connecting destination.
In the above aspect, the communication apparatus used by the user
for connecting to the image processing apparatus may be maintained
as a candidate of the callback destination communication
apparatus.
In the above aspect, the callback destination specification data
may be transmitted to the support connecting destination, and
question data input by the user may be transmitted to the support
connecting destination.
In the above aspect, the question data may be generated by the
image processing apparatus based on voice data input by the user
via a microphone provided to the image processing apparatus.
In the above aspect, the question data may be generated by the
image processing apparatus based on a question selected from a list
of questions displayed on the display section by the user.
In the above aspect, the question displayed in the list of the
questions displayed on the display section may be selected to be
displayed by referring to the data of the user's operation.
In the above aspect, the image processing apparatus further may
include a callback communication relay module for relaying the
communication between the support connecting destination and the
callback destination communication apparatus.
In the above aspect, the callback communication relay module may
relay the callback communication using a data format suitable for
communication software to operate on a personal computer as the
callback destination communication apparatus.
In the above aspect, the image processing apparatus may receive
data input via the communication software and may be operated based
on the received data.
In accordance with another aspect of the present invention, there
is provided an online support method in an image processing
apparatus including: a step of recording user operation data
including contents of user's operation into a user operation data
retaining section; a step of displaying an input section having a
help key for instructing start of execution of an online support
function; a step of referring to the support data retaining section
for retaining information about a support connecting destination to
be connected on an online support; a step of, when pressing of the
help key is recognized, gaining at least a part of the contents of
the user's operation performed until a time point of the pressing
with reference to the user operation data; a step of selecting a
support connecting destination according to the gained user
operation contents with reference to the support data retaining
section; and a step of requesting connection of communication with
the selected support connecting destination.
ADVANTAGEOUS EFFECTS OF INVENTION
In the image processing apparatus according to the present
invention, a user only performs an intuitive and simple operation
so as to be capable of getting desired online support services.
BRIEF DESCRIPTION OF DRAWINGS
FIG. 1 is a conceptual diagram illustrating a support system 100 of
an image processing apparatus;
FIG. 2 is a block diagram illustrating a hardware structure of MFP
1;
FIG. 3 is a block diagram illustrating a functional constitution of
the MFP 1;
FIG. 4 is a pattern diagram illustrating a flow of an online
support according to a first embodiment;
FIG. 5A is a flowchart illustrating a process to be executed by the
MFP 1 according to the first embodiment;
FIG. 5B is a flowchart illustrating a process to be executed by the
MFP 1 according to the first embodiment;
FIG. 6 illustrates a display example of a display section 3 of the
MFP 1;
FIG. 7 illustrates an example of a support database 31a;
FIG. 8 illustrates a display example of the display section 3 of
the MFP 1;
FIG. 9A is a flowchart illustrating a process to be executed by the
MFP 1 according to the first embodiment;
FIG. 9B is a flowchart illustrating a process to be execute by the
MFP 1 according to the first embodiment;
FIG. 10 illustrates a display example of the display section 3 of
the MFP 1;
FIG. 11 is a pattern diagram illustrating a flow of the online
support according to a second embodiment;
FIG. 12A is a flowchart illustrating a process to be executed by
the MFP 1 according to the second embodiment;
FIG. 12B is a flowchart illustrating a process to be executed by
the MFP 1 according to the second embodiment;
FIG. 13 is a flowchart illustrating a process to be executed by the
MFP 1 according to the second embodiment;
FIG. 14 illustrates a display example of the display section 3 of
the MFP 1;
FIG. 15 illustrates a display example of the display section 3 of
the MFP 1; and
FIG. 16 illustrates an example of a callback destination
registration database 31b.
DESCRIPTION OF EMBODIMENTS
The present invention relates to an image processing apparatus, and
particularly relates to an online support function in an image
processing apparatus.
An online support service is for providing support services
(solving troubles, eliminating unclear points of operations) to a
user of the image processing apparatus or the image processing
apparatus, that is connected to a support service point (service
hub) via a communication line, through communication using the
communication line.
The image processing apparatus according to the present invention
is a digital multifunction processor (MFP) having a scanner
function, a printer function, a copying function, a facsimile
function, an E-mail function and a document server function in the
embodiment. However, the image processing apparatus according to
the present invention is not limited to the MFP.
The image processing apparatus according to the present invention
has a unit that communicates with an online support service point
(so-called a support center or a service hub where service staff is
resident). The communication unit may be, for example, an internet,
a public telephone line or the like. The communication unit does
not have to be contained in the image processing apparatus, and may
be connectable as an external apparatus to the image processing
apparatus. In this case, the image processing apparatus may
communicate with the online support center utilizing the
communication unit as the connected external apparatus.
(First Embodiment)
<Constitution of Image Processing Support System>
FIG. 1 is a conceptual diagram illustrating an image processing
apparatus support system 100 including an image processing
apparatus (MFP 1) and online support points SPX and SPY according
to the first embodiment of the present invention.
A user side apparatus (U) has the MFP 1, and may further include an
information processing apparatus (personal computer PC1) and an
internet telephone IPP connected to the MFP 1 by a network N1 such
as an internet, and a cellular phone MP1 and a telephone P1
connected to the MFP 1 by a network N2 such as a public telephone
network. The MFP 1 has a display section 3, an input section 5, a
speaker 7 and a microphone 9 as user interfaces.
The online support point SPX has personal computers (support PCs)
SA and SB for support staff connected to the MFP 1 by the network
N1. The support PC (SA) has a monitor SAm as a display section and
a keyboard as an input section, and further may has a head set HS
with a speaker and a microphone. Not shown, but the other support
PCs (SB) may have the similar constitution. Details are described
later, but the monitor SAm can display a state of the MFP 1 at real
time, and the support staff can remotely operate the MFP 1
utilizing the display.
The online support point SPY also has personal computers (support
PCs) SAB and SAC for support staff connected to the MFP 1 by the
network N1. The support PCs (SAB, SAC) of the online support point
SPY also may have the constitution similar to that of the support
PC (SA) of the online support point SPX.
The online support points SPX and SPY are support hubs composing
the online support center. The online support center has a
plurality of service hubs according to support areas, support
languages and support technical contents. Further, plural members
of support staff are resident at each online support point. Plural
kinds of technical fields and used languages which the support
staff is in charge of, and time zones in which the support staff
engages in the support are present with each member of the support
staff redundantly engaging in a plurality of services. The support
staff engages in the support services normally using dedicated
support PCs.
In the online support service according to the embodiment of the
present invention, the MFP 1 can transmit MFP data, user operation
data, UI data, and voice data to the support PC (SA or the like).
The MFP data is an identifier of the self apparatus. Contents of
user's operations performed while the user logs into and requests
of the online support (pressing down an online help key) are
described into the user operation data. The UI data represents
display states or the like of user interfaces of the MFP. The voice
data is obtained by converting user's voices.
The support PC (SA) of the support center can transmit remote
operation data for remotely operating the MFP 1, voice data
obtained by converting voices of the support staff, and job remote
registration data for remotely registering jobs into the MFP 1 to
the MFP 1.
When the MFP 1 receives callback from the support staff, it
transmits the callback to a specified communication apparatus
(cellular phone MP1, telephone P1, personal computer PC1, internet
telephone IPP or the like), and can relay the transmitted data from
the communication apparatus (MP1, P1, PC1, IPP or the like) to
which it transmitted the callback to the support staff.
In the drawing, data that is exchanged between the communication
apparatus (MP1, P1, PC1, IPP or the like) and the support PC (SA or
the like) of the support staff in relay by the MFP 1 at the time of
the callback is called callback communication data.
The callback communication data includes voice data, textual data,
data for reproducing display contents of the display section 3 of
the MFP 1, data for remotely operating the MFP 1, data for remotely
registering jobs into the MFP 1, and data for remotely operating
the MFP 1 so as to transmit instructions for executing the
jobs.
<Hardware Structure of the Image Processing Apparatus>
FIG. 2 is a block diagram illustrating a hardware structure of the
MFP 1 according to the first embodiment.
The MFP 1 has a central processing unit (CPU) 11, a read-only
memory (ROM) 13, a random access memory (RAM) 15, a hard disc drive
(HDD) 19, the display section 3 as the user interface, the input
section 5 as the user interface, the microphone 9, the speaker 7, a
scanner section 27, a printer section 29, a communication interface
section 30 (network interface card (NIC), modem or the like). The
CPU 11 controls various data operating processes and control
processes of the respective sections of the MFP 1. The ROM 13
stores programs to be executed by the CPU 11. The RAM 15 stores
programs to be executed by the CPU 11 and various data. The HDD 19
stores image data or the like. The microphone 9 inputs voices
generated by users. The speaker 7 provides voice information to
users. The scanner section 27 optically scans paper documents or
the like and generates electronic data. The printer section 29
forms image information on paper media from the electronic data.
The communication interface section 30 communicates with external
apparatuses via the computer network N1 such as an Internet and the
public telephone line network N2 or the like.
The CPU 11, the ROM 13 and the RAM 15 compose a computer 17. The
ROM 13 and the RAM 15 compose a main storage device of the computer
17, and the HDD 19 composes an auxiliary storage device of the
computer 17.
The display section 3 and the input section 5 compose an operation
panel section 21, and the microphone 9 and the speaker 7 compose a
voice input/output section 23. The operation panel section 21 and
the voice input/output section 23 form a user interface 25.
The computer 17 executes the programs of the present invention so
as to realize the image processing apparatus according to the
embodiment of the present invention. The programs may be installed
into the main storage device or the auxiliary storage device of the
computer 17 so as to be executed.
In the user interface 25, the input section 5 includes a plurality
of keys for inputting numerical values, texts and symbols, a sensor
for recognizing pressed keys, and a transmission circuit for
transmitting signals representing the pressed keys to the CPU 11.
The display section 3 is a display device that displays a screen
presenting information to a user, a screen for sending an
instruction to the user, a screen for the user to input settings,
and a screen for displaying an image formed by the image process to
be executed by the MFP 1. In the first embodiment, the display
section 3 is composed of a liquid crystal touch panel. The liquid
crystal touch panel has a function for detecting a portion touched
by the user on the display screen. This function is the function of
the display section 3 and simultaneously provides a function of the
input section 5. The input section 5 and the display section 3 as
well as the microphone 9 and the speaker 7 compose the user
interface 25 for the user to input/output information into/from the
MFP 1.
<Functional Constitution of the Image Processing
Apparatus>
FIG. 3 is a block diagram illustrating a functional constitution of
the image processing apparatus according to the first embodiment.
In FIG. 3, components provided as devices are also shown in a
hardware format, and an overview of the MFP 1 can be understood.
The components that are the same as those in FIG. 1 or 2 are
denoted by the same reference numerals.
The functional block shown in FIG. 3 is a functional block that is
realized by executing the programs by means of the CPU 11 of the
computer 17 shown in FIG. 2. The programs do not have to be one
program, and may be constituted by a plurality of programs
composing respective functional modules.
The MFP 1 has a main control module 41. The main control module 41
controls the respective blocks of the MFP 1, and suitably exchanges
data between the respective blocks. At the same time, the main
control module 41 can suitably process the data via the exchange of
the data. Further, the control is made at suitable timing based on
publicly-known techniques.
An information determining module 43 has a user operation
information determining module 45, a paired remote destination
transmission/reception information determining module (hereinafter
abstracted "paired-tr-info-det module") 47, and a remote operation
information determining module 49.
The user operation information determining module 45 of the
information determining module 43 controls exchange of information
with the user via the input/output information control module 39
and via the user interface 25 of the MFP 1, and determines the
input information so as to process the information.
The user operation information determining module 45 can recognize
operations of the various keys provided to the input section 5,
such as user's pressing of the online help key. When the user input
information via the user interface 25, the user operation
information determining module 45 determines contents of the input,
and suitably posts the contents to the main control module 41. The
contents input by the user are maintained as user operation log
data into a user operation log data retaining section 33, described
later.
The paired-tr-info-det module 47 of the information determining
module 43 controls transmission/reception of information with the
external apparatus for remotely operating the MFP 1.
The paired-tr-info-det module 47 controls the remote access control
module 55, and receives remote operation data received from the
external apparatus remotely operated so as to send the remote
operation data to the remote operation information determining
module 49.
Further, the paired-tr-info-det module 47 sends the data to the
external apparatus remotely operated from the MFP 1. This data may
include support connecting destination data, MFP data, user
operation data, UI data and voice data. The support connecting
destination data is for specifying an address of a support
connecting destination as a provider of the online support service.
The MFP data is the identifier of the self apparatus. At least a
part of contents of the user operation performed while the user
logs into and requests of the online support (pressing of the
online help key) is described into the user operation data. The UI
data represents the display state of the user interface of the MFP.
The voice data is obtained by converting a user's voice.
When the paired-tr-info-det module 47 receives the job remote
registration data for registering jobs into the MFP 1 from the
external apparatus for remotely operating the MFP 1, it registers
the jobs into the MFP 1 based on the job remote registration data.
Further, the module 47 executes a process for displaying one-touch
keys for calling the registered jobs on the display section 3.
The remote operation information determining module 49 of the
information determining module 43 operates the MFP 1 based on the
remote operation data from the external apparatus for remotely
operating the MFP 1. The external apparatus for operating the MFP 1
is, for example, the support PC (SA) as the support connecting
destination.
The data retaining section 19 retains control data or the like
necessary for controlling the entire apparatus. The data retaining
section 19 has a database section (DB) 31, a user operation log
data retaining section 33, a remote registration job data retaining
section 35, and a box 37.
The database section (DB) 31 has a support database 31a, and a user
information database 31c and the like. The support database 31a has
information about a support connecting destination, which
information is provided for online support. In the database, the
support connecting destination is recorded together with
information about corresponding language, corresponding time zone,
a technical field for pertaining the support, and an address of the
support connecting destination (name of the support PC). When the
user presses down the online help key, the user operation
information determining module 45 that recognizes the pressing
posts the pressing of the online help key to the main control
module 41 and the paired-tr-info-det module 47. The
paired-tr-info-det module 47 refers to the user operation log data
retained in the user operation log data retaining section 33 and
the support database 31a so as to determine a suitable support
connecting destination according to the user's operations.
The user information database 31c retains information about the
user registered in the MFP 1, and the database is referred to when
a request of the online support is transmitted to the support
connecting destination at the time when the user logs into the MFP
1.
The remote registration job data retaining section 35 retains data
about the jobs remotely registered from the support connecting
destination.
The box 37 is an area where document data or the like retained in
the MFP 1 is retained.
The input/output information control module 39 has a browser module
39a, a voice synthesizing module 39b and a voice recognizing module
39c.
The browser module 39a of the input/output information control
module 39 is used for constituting the display section 3 and the
input section 5 of the user interface 25. The browser module 39a
can display the job contents registered by the remote operation and
can display the one-touch keys for calling the registered jobs as a
part of the input section 5 on the display section 3.
The voice synthesizing module 39b of the input/output information
control module 39 receives data representing a voice so as to
generate a voice signal and transmits it to the speaker 7.
The voice recognizing module 39c of the input/output information
control module 39 receives the voice signal from the microphone 9,
analyzes the voice data or a voice from the voice signal so as to
generate textual information data, and sends it to the user
operation information determining module 45.
A PDL analyzing module 51 analyzes data described by a page
description language (PDL), converts it into image data so as to
send the image data into the main control module 41 or the
like.
An E-mail transmitting/receiving module 53 converts the data
received as an E-mail into image data so as to send it to the main
control module 41 or the like. The E-mail transmitting/receiving
module 53 creates data about an E-mail to be transmitted from the
MFP 1 via the communication interface 31.
A callback communication relay module 57 and a callback destination
registration database 31b are described in detail in the
description about a second embodiment.
<Flow of Process In the First Embodiment>
A flow of a process of the online support function in the image
processing apparatus according to the first embodiment of the
present invention is described below.
FIG. 4 is a diagram for overviewing a process between the image
processing apparatus and the support PC as the support connecting
destination according to the first embodiment along a time
series.
The online support according to the first embodiment is overviewed
with reference to FIG. 4.
The user operates the MFP 1 in order to log into the MFP 1 and
execute a desired process. During the operation, the user presses
down the online help key displayed on the display section 3 in
order to inquire of the online support about an operating method (I
in the drawing).
The MFP 1 recognizes the pressing of the online help key, and
refers to the user operation log data so as to recognize the
contents of the user's operation at the time point of pressing down
the online help key. The MFP 1 selects a PC of the support (support
staff) that is the most suitable for supporting items relating to
the operation contents as the support connecting destination (II in
the drawing). In the selection of the support connecting
destination, a current operation stage of the MFP 1, a language
selected as a language composing the display section 3, an area
where the MFP 1 is installed, and a current time can be taken into
consideration.
The MFP 1 tries to connect to the selected support connecting
destination (III in the drawing).
When the communication with the support connecting destination is
established, the MFP 1 transmits MFP data, user operation data and
the like to the support connecting destination (support PC) (IV in
the drawing).
The support PC receives the MFP data, the user operation data and
the like, and the support staff starts the support service based on
these data. In the support service, the user and the support staff
may implement the support service using voices by means of
transmission/reception of the voice data and the like. The support
staff remotely operates the MFP 1 using the support PC so as to be
capable of explaining the method for operating the MFP 1 to the
user (V in the drawing).
When a job that can be called and executed according to a user's
necessity should be registered into the MFP 1 because of the
determination of the support staff, the job can be remotely
registered into the MFP 1 via the support PC. In this case, the
support PC transmits to the MFP 1 job remote registration data in
which contents of the job to be registered are described. Further,
the support staff can transmit an instruction for registering a
one-touch key (one-touch key setting data) that enables the calling
of the job with one touch to the MFP 1 (VI in the drawing).
The MFP 1 that receives the job remote registration data and the
one-touch key setting data sets the registration of the job related
with the user into the self apparatus, and sets a button (one-touch
key) for calling the job with one touch to the display section 3
and the input section 5 (VII in the drawing).
The user presses down the one-touch key set to the MFP 1 so as to
call the remote registration job (VIII in the drawing).
When the user presses down an execution key, the MFP 1 executes the
called remote registration job (IX in the drawing).
When the MFP 1 transmits the operation contents at the time of
user's pressing of the online help key to the support connecting
destination, immediate start of smooth support is enabled. The MFP
1 selects a suitable support connecting destination based on the
operation contents at the time of user's pressing of the online
help key and tries connection. Thus, the user does not have to
select the support connecting destination by him/herself. The user
has to only press down the online help key. Thereafter, the MFP 1
automatically selects the support connecting destination, and
establishes the connection so as to transmit the operation contents
in MFP 1 up to the present to the support connecting
destination.
The support staff of the support connecting destination can
remotely register the job including a user's desirable process
based on various data transmitted from the MFP 1 and question and
answer by voice with the user. Since the registered job can be
arbitrarily called and executed, the user accomplishes an original
purpose in the support service.
A while later, the user again logs into the MFP 1 so as to be
capable of again calling the job that is remotely registered a
while ago. At this time, if the user again needs the support
service, the user may presses down the online help key (X in the
drawing).
When the MFP 1 recognizes the pressing of the online help key after
the remote registration job is called (Ia in the drawing), the MFP
1 selects the support connecting destination for an additional
support. At this time, the MFP 1 selects the support staff who
remotely registers the called remote registration job as an
additional support connecting destination (IIa in the drawing), so
as to try the connection.
When the connection with the additional support connecting
destination is established, the MFP 1 transmits the MFP data, the
user operation data and the like to the additional support
connecting destination (support PC) (IIIa in the drawing).
The support PC of the additional support connecting destination
receives the MFP data, the user operation data and the like, and
the additional support staff starts the additional support service
based on the data. Also in the additional support service, the user
and the support staff may implement mutually the support service by
means of voices according to the transmission/reception of the
voice data or the like. The additional support staff remotely
operates the MFP 1 using the support PC, so as to be capable of
explaining the method for operating the MFP 1 to the user. When
contents of the remote registration job that are remotely
registered a while ago should be modified based on the
determination by the additional support staff, the contents of the
remote registration job can be remotely modified. Further, when a
new job should be registered according to the determination by the
additional support staff into the MFP 1, the new remote
registration job can be remotely set to the MFP 1 via the support
PC (IVa in the drawing).
The MFP 1 stores the support connecting destination where the
support staff remotely sets the remote registration job. When the
user presses down the online help key with the remote registration
job being called, reconnection to the support PC of the support
staff where the remote registration job is set is established so as
to enable immediate start of the additional support. Further, in
the additional support, the support staff can modify contents of
the remote registration job registered a while ago or can
additionally set new remote registration job to the MFP 1. For this
reason, the support staff can implement more detailed support
service.
The process in the MFP 1 according to the first embodiment is
described below with reference to flowcharts. FIGS. 5A and 5B are
flowcharts illustrating the process while the reception of user's
login starts, the online support service is provided, and the user
completes a predetermined operation.
The MFP 1 accepts the user's login at step S101.
The MFP 1 determines whether the user properly logs into the MFP 1
at step S103.
When the MFP 1 determines that the user properly logs into it
("YES" at step S103), the MFP 1 executes a process for identifying
the logged-in user (step S105), and goes to step S107.
When the MFP 1 determines that the user does not properly log into
it ("NO" at step S103), the MFP 1 recognizes the user as a guest
user and goes to step S107.
The user operation information determining module 45 of the MFP 1
starts to record contents of an operation performed by the user at
step S107. Concretely, it records the user operation contents into
the user operation log data retained by the user operation log data
retaining section 33.
The user operation information determining module 45 of the MFP 1
determines at step S109 whether the user presses down the online
help key.
When the MFP 1 recognizes the pressing of the online help key
("YES" at step. S109), the process goes to step S113.
When the MFP 1 does not recognize the pressing of the online help
key ("NO" at step S109), the process goes to step S111.
In relation with step S109, a constitution of the online help key
is described. FIG. 6 is a diagram illustrating a display example of
the display section 3 (input section 5) as the user interface. It
is clear from FIG. 6 that the online help key 61 is provided to the
display section 3. The online help key 61 is a key that is
displayed on the display section 3 while the user can operate the
MFP 1. The user presses down the online help key 61 so as to be
capable of requesting the MFP 1 to provide the online support
service.
The MFP 1 determines at step S111 whether the user's operation is
completed.
When the MFP 1 determines that the user's operation is completed
("YES" at step S111), the process is ended.
When the MFP 1 determines that the user's operation is not
completed ("NO" at step S111), the process returns to step
S107.
At step S113 the main control module 41 of the MFP 1 checks the
user operation contents at the time of pressing down the online
help key 61 with reference to the user operation log data retained
in the user operation log data retaining section 33 so as to select
a support connecting destination from which the online support
service is provided.
In relation with step S113, FIG. 7 illustrates an example of the
support database 31a retained in the database section 31 of the
data retaining section 19. The MFP 1 selects a support connecting
destination suitable for receiving the support relating to the
operation contents represented by the user operation log data based
on the support database 31a (the support database 31a is not
necessarily retained in a main body of the MFP 1, and may be in an
obtainable state via the network). The support database 31a retains
information about correspondent languages, correspondent time zones
and correspondent technical fields of a plurality of support
connecting destinations.
For example, when the user operation log data represents that the
user operates using a Chinese display screen, the MFP 1 can select
a support connecting destination correspondent with Chinese. The
MFP 1 can select a support connecting destination compatible with a
current support based on a timer contained in the MFP 1. Further,
when the user operation log data represents that the user presses
down the online help key while the communication function is being
set, the MFP 1 selects a support connecting destination where the
support of the communication function is enabled as the support
connecting destination. Naturally, the MFP 1 can select one support
connecting destination after a plurality of setting conditions
(compatible language and technical field and the like) are taken
into consideration.
The MFP 1 tries to establish the connection with the support
connecting destination at step S115. As an example, the MFP 1 tries
to establish the connection with the support PC (SA) (FIG. 1). The
support PC (SA) corresponds to the support connecting destination A
shown in FIG. 7, and support A means support staff who can cope
with the supports in the technical fields such as printing and
copying in the daytime zone in Japan.
The MFP 1 determines at step S117 whether the connection with the
support PC (SA) as the support connecting destination is
established.
When the MFP 1 determines that the connection with the support PC
(SA) is established ("YES" at step S117), the process goes to step
S123.
When the MFP 1 determines that the connection with the support PC
(SA) is not established ("NO" at step S117), the process goes to
step S119.
The MFP 1 selects another support connecting destination at step
S119. The MFP 1 selects a support B (FIG. 7) as the support
connecting destination.
The MFP 1 tries to establish a connection with the support B as
another support connecting destination at step S121. In the
technical theory, the connection with the support B may be
established similarly to the connection with the support A. In this
description, the description about the connection with the support
B is omitted.
The following process where the MFP 1 can establish the connection
with the support A at former step is described.
At step S123 the paired-tr-info-det module 47 of the MFP 1 first
transmits MFP data, user operation data, UI data representing a
display state of the user interface in the MFP 1, and the like to
the support PC (SA). The user operation data is data created based
on data extracted from the user operation log data by the MFP 1,
and is for posting to the support PC (SA) a condition of the MFP 1
at a time point when the online help key 61 (FIG. 6) is pressed
down.
Further, the paired-tr-info-det module 47 of the MFP 1
transmits/receives voices of the user and the support staff between
the MFP 1 and the support PC (SA) during the support service so as
to assist the support service. The support staff who operates the
support PC (SA) transmits the remote operation data to the MFP 1
via the support PC (SA), and remotely operates the MFP 1 so as to
be capable of demonstrating the method for operating the MFP 1 to
the user.
In relation with step S125, the support staff who operates the
support PC (SA) takes a user's demand into consideration and
remotely registers into the MFP 1 the job where the operation
contents which seem to satisfy the demand are described. At this
time, the support PC (SA) transmits the job remote registration
data where the job contents are described to the MFP 1.
The MFP 1 determines at step S125 whether the job remote
registration data (and the one-touch key setting data) is
received.
When the MFP 1 determines that the job remote registration data is
received ("YES" at step S125), the process goes to step S127.
When the MFP 1 determines that the job remote registration data is
not received ("NO" at step S125), the process skips step S127 so as
to go to step S129.
At step S127 the paired-tr-info-det module 47 of the MFP 1
registers the remote job into the MFP 1 based on the received job
remote registration data (and the one-touch key setting data), and
performs setting for displaying a one-touch key for calling this
job on the display section 3.
The MFP 1 determines at step S129 whether the support service
between the MFP 1 and the support PC (SA) is completed.
When the MFP 1 determines that the support service is completed
("YES" at step S129), the process goes to step S131.
When the MFP 1 determines that the support service is not yet
completed ("NO" at step S129), the process returns to step
S123.
The MFP 1 cuts the connection with the support PC (SA) at step
S131.
At step S133 the MFP 1 returns to the normal operating mode so as
to accept an operation from the user or the like.
At step S135 similarly to step S107, the MFP 1 records user
operation contents or the like into the user operation log
data.
Step S111 is as already described.
The MFP 1 automatically selects a support connecting destination
according to the operation contents at the time when the user
presses down the online help key, so as to be capable of
immediately starting the smooth support. For this reason, the user
does not have to select the support connecting destination by
him/herself, and the user can utilize the job remotely set by the
support staff hereinafter.
A flow of the process in the MFP 1 when the user again presses down
the online help key 61 at the time of using the job remotely
registered into the MFP 1 is described below with reference to
FIGS. 9A and 9B.
The MFP 1 accepts the user's login and calls information about the
logged-in user at steps S101, S103 and S105. The information to be
called here includes information about the job remotely registered
from the support connecting destination at the previous login.
The MFP 1 starts to record the user operation contents at step
S107.
The MFP 1 determines at step S201 whether the registered jobs are
present.
When the MFP 1 determines that the registered jobs are present
("YES" at step S201), the process goes to step S203.
When the MFP 1 determines that the registered jobs are not present
("NO" at step S201), the process goes to step S109.
The MFP 1 displays a list of the registered jobs as a one-touch key
on the display section 3 at step S203.
In relation with the process at step S203, FIG. 8 is a diagram
illustrating a display example of the list of the registered job to
be displayed as the one-touch key. One-touch keys 63a and 63b of
the registered jobs are displayed on the display section 3 (input
section 5) together with the online help key 61.
The MFP 1 determines at step S205 whether the one-touch keys 63a
and 63b are pressed down.
For example, when the MFP 1 recognizes the pressing of the
one-touch key 63a (registered job 1) ("YES" at step S205), the
process goes to step S207.
When the MFP 1 does not recognize the pressing of the one-touch key
("NO" at step S205), the process goes to step S109.
At step S207 the MFP 1 displays details of the contents of the
registered jobs corresponding to the pressed one-touch key (63a) on
the display section 3.
FIG. 10 is a diagram illustrating a display example of the details
of the registered job. When the one-touch key (63a) is pressed
down, the MFP 1 displays the details of the registered job on the
display section 3. At this time, the online help key 61 is
displayed (step S209).
The MFP 1 determines at step S109 whether the online help key 61 is
pressed down. That is to say, the MFP 1 determines at step S109
whether the online help key 61 is pressed down in a state that the
registered job is called.
When the MFP 1 determines that the online help key 61 is pressed
down ("YES" at step S109), the process goes to step S211.
When the MFP 1 determines that the online help key 61 is not
pressed down ("NO" at step S109), the process goes to step
S133.
The respective processes at steps S133, s107 and S111 are as
already described with reference to FIGS. 5A and 5B. The
description about them is omitted.
The MFP 1 tries to connect to the selected support connecting
destination at step S211. The selected support connecting
destination may be a support connecting destination where the job
is registered (for example, the support PC (SA).
The MFP 1 determines at step S117 whether the connection with the
support connecting destination succeeds.
When the MFP 1 determines that the connection with the support
connecting destination succeeds ("YES" at step S117), the process
goes to step S123.
When the MFP 1 determines that the connection with the support
connecting destination fails ("NO" at step S117), the process goes
to S213.
The MFP 1 accepts input of contents of user's question at step
S213. This input may be carried out by texts from the input section
5 such as a keyboard, selection from question options displayed on
the display section 3, voice input via the microphone 9 or the
like. When a question is input by a voice via the microphone 9, the
MFP 1 may convert the voice into textual data through the voice
recognizing module 39c.
At step S215 the MFP 1 transmits data where the question input by
the user is described to the support PC (SA) as the support
connecting destination. The support PC (SA) which receives the
question presents the question to the support staff, and the
support staff calls the user back so as to answer the question.
The communication is established between the MFP 1 and the support
PC (SA) at step S123, and as described above, the user of the MFP 1
accepts the provision of the online support service.
In relation with step S217, the support staff who operates the
support PC (SA) determines whether a previously registered job
should be modified in communication with the user. When the support
staff determines that the modification is necessary, the support
staff transmits data for remotely modifying the contents of the
remote registration job to the MFP 1 via the support PC (SA) in
order to modify the job. The registered job to be modified may be a
registered job that is called when the user presses down the online
help key 61.
The MFP 1 determines at step S217 whether it receives the data
(registered job modification data) for modifying the job from the
support PC (SA).
When the MFP 1 determines that it receives the data for modifying
the job from the support PC (SA) ("YES" at step S217), the process
goes to step S219.
When the MFP 1 determines that it does not receive the data for
modifying the job from the support PC (SA) ("NO" at step S217), the
process skips the step S219 and goes to step S221.
At step S219 the MFP 1 modifies the remote registration job based
on the received registered job modification data.
The MFP 1 determines at step S221 whether it receives data for
registering a new remote registration job from the support PC (SA)
(job remote registration data).
When the MFP 1 determines that it receives the new job remote
registration data from the support PC (SA) ("YES" at step S221),
the process goes to step S223.
When the MFP 1 determines that it does not receive the new job
remote registration data from the support PC (SA) ("NO" at step
S221), the process skips step S223 and goes to step S129.
The MFP 1 registers the new remote registration job based on the
job remote registration data that is newly received at step
S223.
The respective processes at steps S129, S131, S133, S135 and S111
are as already described with reference to FIGS. 5A and 5B. The
description thereof is omitted.
When the user presses down the online help key with the remote
registration job being called, the MFP 1 reconnects to the support
PC of the support staff having set the remote registration job so
as to enable immediate start of additional support.
(Second Embodiment)
The image processing apparatus according to a second embodiment of
the present invention is described below.
The form according to the second embodiment of the present is also
a digital multifunction processor (MFP). In MFP according to the
second embodinent, a callback from support staff can be transmit to
any communication apparatus specified by a user. Therefore, the MFP
according to the second embodiment can relay communication between
this arbitrary communication apparatus and a support PC operated by
the support staff. Further, in combination with the relay of the
communication, the MFP 1 can accept remote registration of a job
from the support PC, and can be remotely operated by any
communication apparatus.
<Constitution of Image Processing Support System>
A constitution of an image processing support system including the
MFP according to the second embodiment may be similar to that of
the support system 100 (FIG. 1) according to the first embodiment.
For this reason, the description thereof is omitted.
<Hardware Structure of the Image Processing Apparatus>
A hardware structure of the MFP according to the second embodiment
may be similar to the hardware structure (FIG. 2) of the MFP 1
according to the first embodiment. For this reason, the description
thereof is omitted.
<Functional Constitution of the Image Processing
Apparatus>
A functional constitution of the MFP 1 according to the second
embodiment includes a lot of portions common with those of the MFP
1 according to the first embodiment. Description about the common
portions is omitted.
FIG. 3 is a block diagram illustrating a functional constitution of
the MFP 1 according to the second embodiment.
In the MFP 1 according to the second embodiment, the
paired-tr-info-det module 47 of the information determining module
43 further controls the callback communication relay module 57.
When the callback communication relay module 57 receives a callback
from the support PC (SA), it relays communication between specified
callback destination and the support PC (SA). The callback means
communication at the online-support that is started according to a
connecting request from the support connecting destination to the
MFP 1 after the MFP 1 cannot establish the connection with the
support connecting destination in the online support started by
user's pressing of the online help key 61.
The database section (DB) 31 of the data retaining section 19 has
the callback destination registration database 31b. The callback
destination registration database 31b is a database for retaining
information about the communication apparatus for receiving
callback communication from a support connecting destination
specified by the user in advance.
<A flow of Process according to the Second Embodiment>
A flow of a process of the online support function in the image
processing apparatus according to the second embodiment of the
present invention is described below.
FIG. 11 is a diagram for overviewing the process between the image
processing apparatus and the support PC as the support connecting
destination according to the second embodiment along a time
series.
The online support according to the second embodiment is described
at first with reference to FIG. 11.
Similarly to the first embodiment, the user logs into the MFP 1,
and operates the MFP 1 in order to execute a desired process.
During the operation, the user presses down the online help key
displayed on the display section 3 in order to inquire of the
online support about the operating method (i in the drawing).
Similarly to the first embodiment, the MFP 1 recognizes the
pressing of the online help key, and selects the PC of the
support(support staff) that seems to be optimum for getting the
support service as the support connecting destination (ii in the
drawing).
The MFP 1 tries to connect to the selected support connecting
destination.
When receiving data for posting that the support staff is not at
the support connecting destination and is busy or being unable to
get a reply from the support connecting destination (iii in the
drawing), the MFP 1 request the user to input a callback
destination (iv in the drawing).
The MFP 1 transmits data about the input callback destination
(callback destination data) to the support connecting destination
(v in the drawing).
The support staff, who returns to the support serviceable state for
the MFP 1, performs callback based on the received callback
destination data (vi in the drawing). In the callback, the support
PC communicates with the MFP 1. The MFP 1 transmits contents of the
callback communication from the support PC to the callback
destination. As a result, the communication between the
communication apparatus specified as the callback destination and
the support PC is realized. As the callback destination, a personal
computer, an internet telephone, a telephone, cellular phone and
the like can be specified.
The user can ask and answer questions with the support staff of the
support PC using communication software (for example, "NetMeeting"
produced by Microsoft) in the personal computer PC1 specified as
the callback destination (vii in the drawing). As the communication
software, software for internet conference that is generally
distributed can be used. Further, the user can observe the state of
the remote operation of the support staff while referring to the
remote display screen of the display section 3 of the MFP 1
displayed on a display of the PC1. The support staff can remotely
register in the MFP 1 a job similarly to the first embodiment.
Further, the user can execute the remote registration job using the
PC 1 (viii in the drawing).
When the user cannot start the online support by means of the
pressing of the online help key 61, the MFP 1 requests the user to
specify a callback destination communication apparatus. Information
about the callback destination communication apparatus is
transmitted to the support connecting destination. In the support
connecting destination that receives the information about the
callback destination communication apparatus, the communication
with the user is tried to be established based on the information.
The communication in the callback is made with the MFP 1 being
between the support PC as the support connecting destination and
the communication apparatus specified as the callback destination.
The MFP 1 can accept job remote registration data from the support
connecting destination during the callback communication, and can
accept remote operation data from the communication apparatus used
by the user. Therefore, the user can get the online support so as
to execute a desired process without approaching the MFP 1.
The process in the MFP 1 according to the second embodiment is
described below with reference to a flowchart. FIGS. 12A and 12B
are flowcharts while user's login is accepted, the online support
service is provided, and the user completes a predetermined
operation. Steps similar to those already described above are
denoted by the same reference numerals as those in FIGS. 5A and 5B
or 9A and 9B. The steps already described above are suitably simply
explained.
The MFP 1 accepts user's login at step S101. The processes at steps
S103, S105, S107, S201, S203, S205, S207 and S209 are as already
described.
When the MFP 1 recognizes the pressing of the online help key at
step S109, it selects a support connecting destination (step S113)
so as to try to establish communication with the selected support
connecting destination (step S115).
The MFP 1 determines at step S117 whether the connection with the
support PC as the support connecting destination is established.
When the MFP 1 determines that the connection with the support PC
is not established ("NO" at step S117), the process goes to step
S301.
At the step S301 the MFP 1 posts the non-establishment of the
communication to the user, and request the user to select whether
connection to another support connecting destination is tried or
callback from the support connecting destination is requested.
When the user selects the connection to another support connecting
destination, the MFP 1 executes steps S119 and S121, and returns to
step S117.
When the user selects the callback from the support connecting
destination selected at this time point, the process goes to step
S303.
The MFP 1 requests the user to specify a callback destination at
step S303.
FIG. 14 is a diagram illustrating an example of a screen displayed
on the display section 3 (input section 5) at this time. The user
can specify the current-used MFP 1 as the callback destination. As
the callback destination, a personal computer, a cellular phone or
a telephone registered in advance can be selected.
The MFP 1 determines at step S305 whether the callback destination
is specified.
When the MFP 1 determines that the callback destination is
specified ("YES" at step S305), the process goes to step S307.
When the MFP 1 determines that the callback destination is not
specified ("NO" at step S305), the process returns to step
S303.
At step S307 the user can input questions for the support staff of
the support connecting destination.
FIG. 15 is a diagram illustrating an example of a screen to be
displayed on the display section 3 (input section 5). The user can
select questions from a prepared list of question options. The
questions to be displayed here are selected by the MFP 1 from a
plurality of questions retained in advance based on user operation
contents so as to be displayed. Further, the user can input
questions through a voice via the microphone 9. The input sound is
exchanged into textual data by the voice recognizing module 39c so
as to be capable of being transmitted to the support connecting
destination.
At step S309 the MFP 1 transmits the callback destination
specification data and the question data to the support connecting
destination at step S309.
FIG. 16 is a diagram illustrating an example of the callback
destination registration database 31b. The callback destination
registration database 31b is a database where callback destinations
are registered for respective users. For example, a user whose name
is Takahashi registers a PC1, a cellular phone 1 and a telephone 1
as the callback destinations. The PC1 is registered to get the
online support using the communication software A. At this time,
the MFP 1 relays callback communication in a data format suitable
for the communication software A. As the callback destination
communication apparatus (device), a plurality of communication
apparatuses can be registered. Further, priorities are given to the
plurality of communication apparatuses, and when the callback to an
upper communication apparatus fails, callback to a lower
communication apparatus may be automatically started. The
communication apparatus as a callback destination can be registered
in such a manner that the user manually input in advance. Further,
the MFP 1 records the communication apparatus used for connection
to the MFP 1 by the user in the past, and can automatically
register them as candidates of the callback destination into the
callback destination registration database 31b.
After step S123 after the communication is established at step
S117, since the steps up to step S111 are as already described, the
description thereof is omitted.
A process of the MFP 1 after the MFP 1 receives the callback from
the support connecting destination is described below with
reference to FIG. 13.
The MFP 1 determines at step S401 presence/non-presence of remote
login into the MFP 1 from the support PC as the support connecting
destination.
When the MFP 1 determines the remote login from the support
connecting destination ("YES" at step S401), the process goes to
step S403.
The MFP 1 communicates data with the support connecting destination
at step S403, and transmits user operation contents and UI data and
the like at the time of pressing down the online help key 61 so as
to provide information about the support to the support connecting
destination. Further, the MFP 1 activates a remote operable state
with respect to the support connecting destination. The support
connecting destination sends the callback destination data to the
MFP 1.
At step S405, the callback communication relay module 57 of the MFP
1 establishes communication with the communication apparatus
specified as the callback destination based on the callback
destination data received from the support connecting destination.
The MFP 1 establishes the communication between the user who
operates the communication apparatus and the support staff who
operates the support PC at the support connecting destination.
Thereafter, the user can receive the support service from the
support staff in the communication apparatus at the callback
destination via the MFP 1. For example, when the communication
apparatus at the callback destination is a personal computer, on
the communication software the operation screen of the MFP 1 is
checked, the MFP 1 is actually operated remotely, and the user can
exchange questions and answers with the support staff via
voices.
The MFP 1 determines at step S125 whether job remote registration
data is received from the support PC. When receiving the job remote
registration data, the MFP 1 registers this job at step S127 so as
to set a one-touch key corresponding to the job.
When the support service is completed ("YES" at step 129), the MFP
1 disconnects the communication with the support connecting
destination (step S131).
The MFP 1 receives remote operation data from the communication
apparatus at the callback destination at step S407, and operates
based on the data. For example, when the user presses down the
one-touch key using the communication software on the personal
computer, the MFP 1 starts to execute the registered job related
with the one-touch key.
When the original object is attained, the user ends the
communication software so as to cancel the remote operation.
When the MFP 1 determines that the user's operation is completed
("YES" at step S111), it disconnects the communication with the
communication apparatus at the callback destination at step
S409.
In the second embodiment, the state of the MFP 1 can be restored to
the state that the online help key 61 is pressed down even at the
time of the callback. For this reason, the user can get very
understandable online support via the specified communication
apparatus. Further, the job that is remotely registered into the
MFP 1 by the support staff at the time of the callback can be
utilized from the communication apparatus at the callback
destination. Further, the user logs into the MFP 1 at a later day
so as to be capable of making the MFP 1 execute the remote
registration job.
The image processing apparatus according to the present invention
has the online help key in the user interface section. When
recognizing the pressing of this key, the image processing
apparatus immediately establishes the communication with a
predetermined online support center.
In the image processing apparatus according to the present
invention, therefore, when the user tries to get the support
service from the online support center, a disadvantage such that
the user does not know contact information is not caused. Further,
when the user tries to get support service, the user does not have
to input contact information into a communication unit.
The image processing apparatus according to the present invention
successively gains operation contents and conditions of the user's
image processing apparatuses. When the image processing apparatus
recognizes pressing of the online help key, it can select to
determine an online support center to communication with based on
the operation contents and the conditions at that time.
In the image processing apparatus according to the present
invention, therefore, even when the support center divisionally
implements the support service according to operation contents and
troubles of the image processing apparatus, the user is not at a
loss to choose a support center with which the user contacts.
The image processing apparatus according to the present invention
can accept the remote operation from the online support center, and
can accept the job registration from the online support center. The
user can call to execute the job remotely registered by the online
support center. When the user presses down the online help key
after calling the job, the image processing apparatus establishes
communication with the online support center which remotely
registers the job. For this reason, the user can execute a desired
process in an unaccustomed operation without question.
In the image processing apparatus according to the present
invention, therefore, the method for operating the image processing
apparatus, a trouble solving method and the like can be described
by actually operating the image processing apparatus remotely from
the support center. For this reason, the support service, that is
more efficient than a case of giving only spoken description to the
user, can be implemented.
The image processing apparatus according to the present invention
can register plural pieces of desired callback contact information
in advance. As the callback destinations, communication apparatuses
other than the image processing apparatus can be registered. In
this case, the image processing apparatus relays the communication
between the communication apparatus and the support center.
In the image processing apparatus according to the present
invention, therefore, when the support center cannot respond
immediately to a request of a support service from the user and
thus is necessary to make callback to the user, the user does not
have to input desired callback contact information. Further, at the
time of the callback, an operation environment at the time point of
user's pressing of the online help key can be easily reproduced.
Communication apparatuses other than the image processing apparatus
can get the online support service.
The present invention can be carried out as a program executable by
a computer. The program according to the present invention is
installed into the computer of the image processing apparatus or an
information processing apparatus (personal computer or the like)
connected to the image processing apparatus so as to be executed.
As a result, the present invention can be carried out. This program
is recorded in storage medium such as flexible discs and optical
discs so as to be capable of being distributed, or being
distributed via the communication line via the internet.
Industrial Applicability
The present invention provides the image processing apparatus
having an excellent function to support users, and is effective in
the field of the image processing apparatus.
Reference Signs List
1: MFP 5: input section 3: display section 7: speaker 9: microphone
30: communication interface 31: database section 31a: support
database 31b: callback destination registration database 31c: user
information database 39: input/output information control module
41: main control module 43: information determining module 45: user
operation information determining module 47: paired remote
destination transmission/reception information determining module
(paired-tr-info-det module) 49: remote operation information
determining module 55: remote access control module 57: callback
communication relay module 100: image processing apparatus support
system IPP: internet telephone MP1: cellular phone P1: telephone
PC1: user PC SA: PC for support staff HS: headset
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